Northern rail ticket inspector overcharging for tickets

Discussion in 'Disputes & Prosecutions' started by mazza887, 5 Dec 2017.

  1. mazza887

    mazza887 Member

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    This has just happened again. I was asked if I would be returning from Manchester to Sandbach at peak or off-peak.
    And my complaint to Northern last time was never responded to.
     
  2. jcollins

    jcollins Veteran Member

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    Send a letter to your MP. If he/she then sends a letter to Northern's MD it won't go unanswered.
     
  3. yorkie

    yorkie Administrator Staff Member Administrator

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    Refer the matter to both Transport Focus and your MP and let us know how you get on.
     
  4. scrapy

    scrapy Member

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    According to Northerns' Twitter team (responding to a request for the Northern MDs contact details) any complaints addressed to Northerns' MD simply get redirected to the customer service centre. Although I agree if the request comes from an MP it will certainly be replied to. I wonder if they are answered quicker than the standard 20 working days.
     
  5. yorkie

    yorkie Administrator Staff Member Administrator

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    If anyone else has contacted their MP about Northern's mistreatment of customers, please let me know as I am collating a list for my MP as I think we may be able to drive this forward and get something done about it.
     
  6. jcollins

    jcollins Veteran Member

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    I somehow doubt everything addressed to the MD will be automatically redirected, if that was the case then I think the customer service centre would get hold of letters which they shouldn't be seeing. It used to be that Alex Hynes responded directly to any letters on House of Commons paper, I don't know if that's the case with the new Northern MD.
     
  7. lyndhurst25

    lyndhurst25 Member

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    I do hope that Northern's MD does respond to letters, as that is who I have just written to about a 9 month wait for a Delay Repay claim and three subsequent enquires that have been completely ignored by the Customer Service Centre.

    New Northern's customer services have certainly got a lot worse since they took over from old Northern. Maybe the rumours are true: that they've given up and are about to hand back the keys.

    Maybe the only way to get a response is for me to mock up some "House on Connoms"' headed notepaper?:D
     
  8. Solent&Wessex

    Solent&Wessex Established Member

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    I suspect it's more to do with the fact that Arriva closed the old customer relations centre which used directly employed TOC staff and outsourced it to Carillion.
     
  9. jcollins

    jcollins Veteran Member

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    Wasn't it claimed the directly employed TOC staff all transferred to Carillion as a result of the RMT getting involved?
     
  10. 35B

    35B Member

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    In either case, the current position of Carillion cannot be helping morale or the quality of work.
     
  11. jcollins

    jcollins Veteran Member

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    Are they still employed by the firm in liquidation or has their employment been transferred to another company?
     
  12. Bantamzen

    Bantamzen Established Member

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    Some of the positions may be being taken over by other marketing companies. One such example in Sheffield which may include the Arriva roles:

    https://callcentresummit.co.uk/shef...s-offers-save-250-carillion-call-centre-jobs/

    Obviously any handover is going to result in delays and possibly even loss of some complaints. My advice would be to re-submit any as yet unanswered, copying in the original complaint & the time & date sent.
     

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